Re-engineering a Process?
Put Your Customers First.

Whether looking to improve discrete processes or optimize entire workflows, it’s natural to focus internally. Of course, that’s a critical part of the analysis but consider switching up your starting point and look first at improving your customers’ experience. How can you make their lives better? Ultimately this leads you back into business applications that support accounting, communications, data management, and others.

Don’t do their thinking for them.

Ask customers. Review support, comments, and history information. Model the new customer experience then work your way back and design how new or modified internal systems can
provide what they’re asking for.

Don’t be afraid of customer input.

For the most part, customers who take the time to post comments and suggestions want to use your products and services. Listen to them. They usually speak for the larger silent audience.

Do design the ideal system.

Throw away the approach of leveraging current systems which backs you into a corner and provides the excuse for status quo. This is only a concept. Go for it.

Shop with your customer in mind.

Vendors line up at the door when you’re in the market to invest. Throw down the same challenge for them. Automation is a common pitch. Ask how the vendor applies that to customer-facing processes. SaaS? Same question.

Their benefits are your benefits.

Your customers are your bottom line. Improving their experience builds satisfaction and loyalty. This approach ultimately improves internal systems by way of providing a solid road map back into the company defining precisely where to make changes.